Escalation Coordinator - Wetherill Park, Australia - Nick Scali Furniture

Nick Scali Furniture

Verified Company

Wetherill Park, Australia

2 weeks ago

Posted by:

Olivia Brown

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Description

Nick Scali Furniture is a nationally recognised household name founded in 1962. As a market leader, we pride ourselves on being experts in luxury furniture design.

With over 50+ stores across Australia and New Zealand, we are continuing to grow with new stores opening this year.

Nick Scali Group is growing and so we have a new and exciting opportunity available for a Escalation Coordinator to join our busy team in Wetherill Park.

This is a full-time role, from 8:30 to 5:30 in the office.

About the job:

Be the point of escalation for Customer Care team members to resolve issues as required to ensure customers' issues are dealt with, completed, and finalised in a timely manner.
Complete escalated customer inquiries in line with SLA's
Raise claims against suppliers for replacement
Ensure customer satisfaction by providing knowledgeable, courteous, and helpful service.
Liaise with other departments (e.g., Purchasing, Dispatch, and Quality Control) to establish and maintain effective and relevant service support activities.
Liaise and work with service technicians/contractors to ensure reports/outcomes are in line with expectations
Assess severity of customer escalation issues with the appropriate sense of urgency

About you:

Previous experience in a customer service role, ideally within the retail sector
Demonstrated experience in working with customers to achieve outcomes
Experience in other escalation roles highly regarded
Ability to work under pressure and prioritise
Selfmotivated to think outside the box